I am currently working on adding this project. Stay tuned.

Packaging Industry E-Commerce

Cart & Checkout | UX Research Study

Overview

The purpose of this study was to understand where our users are experiencing friction during the purchasing process by having each user walk through the entire purchasing process beginning to end.

Research Methods

  • UX Heuristics Evaluation

  • Qualitative User Interviews

  • CX User Interviews + Quantitative User Survey

Tools used: Mural | Microsoft Teams | Qualtrics

UX Heuristics Evaluation

Summary here.

Qualitative User Interviews

“The two founders of the Nielsen Norman Group, Jakob Nielsen and Tom Landauer, created a mathematical model that suggested that interviewing five users helped identify about 85% of the issues in an interface.” Source

A total of 5 customers in purchasing & management participated in this study.



CX User Interviews

This portion of the study was a group effort with the customer experience department.

Thinking about your most recent purchase on our platform, how easy or difficult was it to locate the products you were looking for?

We found that our users are referencing their own ERP system when placing orders so finding products is easy in the sense that they aren’t looking for products; they are simply keying them into our system from theirs.

“If it's in there and we have history with the customer & the product; it was fine, it was easy to find.”

Thinking about your most recent purchase on MySEE, how easy or difficult did you feel the site was to navigate?

Overall, users said that they do not have trouble finding what they are looking for.

“No it’s simple for me to find what I’m looking for.”

Thinking about your most recent purchase on our platform, how clear or unclear did you feel the product descriptions were?

We found that our users are not going to the Product Catalog and PDP pages very often since they are most often keying in Material #s from their own ERP system. For this question, I asked that most users open a PDP page to answer the question. Overall once users viewed a PDP page, the description seemed detailed enough.

“Yeah, like I said, I've never been here, so I didn't even know that it was there or available. But I would probably have no reason to go there...”

CX User Survey

This portion of the study was a group effort with the customer experience department.

When comparing MySEE to other purchasing platforms, 42.9% users said it was about the same as other platforms, 38.1% said more difficult, and 19% said it was much easier to use.

 

Recommendations

Product Specific

Summary here.

For the Business

Summary here.